Member Service Representative - Albany, NY

Members United Corporate Federal Credit Union is a $13 billion financial institution that provides wholesale investment, credit, payment, and correspondent services to over 2,300 credit unions nationwide. We offer excellent medical, dental, and vision coverage; as well 401 k plan with a match and profit sharing opportunities. Other benefits include a generous leave time to ensure work life balance, life insurance, global fit, working advantage, long term short term disability and professional development opportunities.

SUMMARY: 
Provide exceptional member service by maintaining a centralized call center for members in the areas of account transactions, problem resolution, product/service information, and check processing exceptions.  Perform relationship management responsibilities for credit unions with $25 Million and under in assets. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, and other duties may be assigned.
Maintain a working knowledge of general procedures, laws and regulations regarding member services responsibilities. Maintain extensive knowledge base of all correspondent services, Item Processing products and financial services to assist our membership with transactional entries and inquiries, while keeping a broad knowledge of all products and services to assist our membership. Answer incoming member calls acting on instructions to execute member account transactions. Seek ways to enhance the member’s experience.  Continuously improve knowledge level of products, services and processes involved in member transactions and credit union operations and apply to solutions and service to members.

• Assist members with E Comm/Bill Pay questions and research, walking them through necessary screens and processes.

• Cross-sell Members United’s products, services and balance sheet management projects and participate in any goals or special projects. Track all cross selling and credit union data in E Synergy.

• Work with Success Team Partners to funnel leads and provide feedback on correspondent credit unions. 

• Maintain and grow relationships with assigned credit unions $25 million in assets and below. Follow established guidelines.

• Quote Members United investment rates, and accept orders for certificate purchases. 

• Assist members with research, reconciliation of online accounts, inquiries and perform resolution callbacks as necessary. 

• Process ACH change, return transactions for member credit unions and perform callback as necessary.

• Conduct all ACH research for member questions and assist with support of ACH NOW system.

• Process share draft inquiries, returns, stop payments, closed accounts for member credit unions.

• Process member requests for Security purchases and/or sales.

• Execute IMD/ACH transmissions daily per member requests.

• Process term loan advances and loan payments as requested.

• Perform BSA/OFAC requests for information as requested.

• Assist credit unions with Branch Image Capture support, research, and inquiries.

• Process Premier View transactions and assist members with Premier View Help Desk questions and reconciliation.

QUALIFICATIONS  
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent telephone etiquette, mathematical, communication and organizational skills.  Strong listening skills and ability to cross sell products and services.   Must be able to maintain a high level of confidentiality.  Strong attention to detail.  This position description is not a complete statement of all duties and responsibilities comprising the position.  It contains only the facts necessary to evaluate the position on a fair basis.

EDUCATION and/or EXPERIENCE
High school diploma or equivalent.  Two years experience in a customer service environment including six months in the financial industry.

Members United Corporate Federal Credit Union is an Equal Opportunity Employer, M/F/D/V.

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